Refund policy

A BunnyBox is a purchase that lasts for years. That is why we give you plenty of time to decide whether it suits your home, the spot for your letterbox and your delivery drivers: a 60-day cooling-off period, counted from the day you receive your order.

Below you can read exactly how a return works, what the conditions are and what you get back.

60-day cooling-off period

After receiving your order, you have 60 days to register a return. After that, you have a further 14 days to actually send the product back to us.

Day 1 to day 14: your statutory cooling-off period. You get the full purchase price back, including the standard shipping costs of the original delivery.
Day 15 to day 60: our own, additional return period. You get the purchase price of the product back. Shipping costs of the original delivery are not refunded during this period.

In both cases, the costs and risk of the return shipment are for you as the buyer. See Costs and risk of the return shipment below.

How to register a return

Send an email to contact@bunnyboxshop.com with your order number, the BunnyBox model and the reason for the return. A photo often helps us to help you more quickly.
Within two working days you will receive a confirmation with your return number and the shipping instructions.
Pack the BunnyBox in the original box, with the packaging material, the keys, the fixings and the instructions.
Write the return number clearly on the box and send the shipment with tracking.
Email us the tracking code and we will keep an eye on the shipment for you.

Always register your return first. Without a return number we cannot link a parcel to your order, which makes handling and refunding take unnecessarily long. We cannot accept shipments sent without postage or cash on delivery.

Return address
BunnyBox, attn. Returns
Celsius 8
7942 DB Meppel
The Netherlands

What condition must the product be in?

You may unpack, inspect and assess the BunnyBox just as you would in a shop: open the door, try the lock, measure the dimensions and see whether you like the colour. That costs you nothing.

Reduction in value
If you go further than necessary to assess the product as described above, we will deduct that loss in value from your refund. The amount depends on the damage: for light signs of use we deduct part of the purchase price, and for a product we can no longer resell as new the reduction can amount to the full purchase price. For example:

the box has been assembled or anchored, resulting in drill holes or a damaged mounting surface;
stickers, engravings, paint or sealant have been applied;
scratches, dents or dirt from outdoor use;
missing keys, screws, anchors or parts;
the original packaging is missing or has become unusable.

So please return the product with all supplied parts and in the original box. A BunnyBox is heavy and large; a well-packed return arrives intact, and that saves you money.

Costs and risk of the return shipment

The cost of sending the product back is for your account. We do not provide a free return label. Depending on the model and the carrier, the cost for a parcel letterbox is usually around €7.50, but please check this with your carrier in advance.

The risk of the return shipment also lies with you until the shipment has arrived with us. So always send your return with tracking and insure the shipment for the value of the product. Keep your proof of postage until the refund has been completed. If an uninsured shipment is damaged or lost, we cannot compensate the return.

Is the product damaged, defective or did you receive the wrong item? Then the return costs are for us. See Damaged, defective or wrong item delivered.

Ordered the wrong size or colour?

We will sort that out for you, and you do not have to pay twice. Let us know which model you would like instead and we will reserve it for you straight away.

How it works: you register the return and send your BunnyBox back. As soon as it has arrived with us, we send the new model. We cover the shipping costs of that new item.
Don't want to wait? Then order the right model straight away in the webshop and you will have it within the normal delivery time. We refund the amount of your first order as soon as that return has arrived with us.
Price difference: if the new model is more expensive, we will send you a payment request for the difference. If it is cheaper, we will refund the difference.
Prefer credit? We can also put the amount on a gift card or as credit linked to your email address, so you can choose at your leisure later.

Still unsure about the size? Take a look at the Buying guide first, or email us about your situation: which parcels you usually receive and where the box needs to go. We will then help you think it through before you order.

Refunds

As soon as your return has arrived, we inspect the product and let you know by email whether the return has been approved. We refund you no later than 14 days after you register your return, although we may wait until the product has arrived with us or until you have shown that you have sent it.

We always refund via the same payment method you used to pay, unless you expressly agree otherwise with us. This never involves any costs. Please bear in mind that your bank or credit card company may need a few more working days before the amount appears in your account.

Not received anything 15 working days after our approval? Just email us at contact@bunnyboxshop.com and we will look into it for you.

Damaged, defective or wrong item delivered

Check your order when you receive it. If something is not right, report it as soon as possible, preferably within 14 days, via contact@bunnyboxshop.com with your order number and a few photos of the product and the packaging.

In that case this policy does not apply: we resolve it at our own expense. Usually we send a replacement part or a new BunnyBox straight away, and if the item needs to be sent back, we arrange and pay for the return shipment. Do not throw away damaged packaging before you hear from us; carriers sometimes ask for it.

Warranty

Every BunnyBox is covered by the statutory warranty: the product must do what you can reasonably expect of it. If a defect arises within that period that is not the result of normal wear and tear, incorrect assembly, modifications or improper use, we will arrange a repair, a replacement part or a new product. Your statutory rights are not limited by this returns policy.

Exceptions

Not everything can be returned:

Custom-made items and personalisation, such as a box in a special RAL colour, an engraving or a name plate made to your specification.
Products that can no longer be sold due to assembly or use, as described above under reduction in value. You may send these back, but we will then deduct the loss in value.

Sale or discounted items are simply covered by your statutory 14-day cooling-off period. Our extended period of up to 60 days does not apply to these items.

Business orders

The right of withdrawal and the extended cooling-off period apply to consumers. If you order as a business, in the name of a company, association or homeowners' association (VvE), please contact us about the return options. In practice we are happy to help, but we will agree the conditions together in advance.

Your statutory 14-day cooling-off period

Notwithstanding the above, as a consumer in the European Union you have the right to withdraw from your order within 14 days of receipt, without giving any reason. This period starts on the day that you, or someone on your behalf, receives the last item of the order.

You must inform us of your withdrawal by an unequivocal statement, for example by email or using the model form below. After that, you have a further 14 days to send the product back. The direct costs of returning the goods are for your account; we state this here in advance, as required by law. These statutory rights cannot be limited by our policy.

Model withdrawal form

Only use this form if you wish to withdraw from the contract. A normal email with the same details is also valid.

To: DVWZ B.V. (BunnyBox), Celsius 8, 7942 DB Meppel, the Netherlands, contact@bunnyboxshop.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods ((*) delete as appropriate):

Product and model: ..................................................
Order number: ..................................................
Ordered on (*) / received on (*): ..................................................
Name of consumer(s): ..................................................
Address of consumer(s): ..................................................
IBAN for refund: ..................................................
Signature of consumer(s) (only if this form is notified on paper): ..................................................
Date: ..................................................

Questions or a complaint

If something does not go as you expected, let us know via contact@bunnyboxshop.com. We will respond within two working days and work with you to find a solution. If, unexpectedly, we cannot resolve it together, you can submit your complaint to the European ODR platform (online dispute resolution) via ec.europa.eu/consumers/odr.

Contact

BunnyBox, a brand of DVWZ B.V.
Celsius 8, 7942 DB Meppel, the Netherlands
Email: contact@bunnyboxshop.com
Phone: +31 85 050 9060, Monday to Friday, 9am to 5pm
KvK (Dutch Chamber of Commerce): 82678057, VAT: NL862563215B01